# Associate Technical Support Specialist

**Company:** [Assembled](https://hotfix.jobs/companies/assembled)
**Location:** San Francisco, CA
**Role:** Support Engineering
**Salary:** $80k – $100k/yr
**Experience:** 2+ years
**Skills:** SQL, APIs, Databases, JavaScript, Debugging, Cloud Platforms, Ai Products, Workforce Management Software, SaaS Platforms, Web Technologies
**Posted:** 2026-04-28

> Handles technical customer support for SaaS platform including troubleshooting APIs/databases, writing scripts, collaborating with engineering, and driving product improvements. Requires 2+ years technical support experience, SQL/API skills, and strong problem-solving.

## Job Description

## What You’ll Do

- Create exceptional experiences for customers: Take ownership of customer interactions from initial contact through resolution. Build trust through empathy, curiosity, determination, and complete resolutions.
- Provide expert guidance across the entire journey: billing, account management, product education, strategic consultation, and complex technical troubleshooting.
- Proactively identify when contacts need to change channels (email, Slack, Zoom, etc.), following up & following through consistently.
- Master the product (and help others do the same): Develop deep expertise across Assembled's full product suite—both AI and WFM. Become the go-to resource for customers and teammates alike.
- Investigate and resolve technical issues: Dive into logs, query databases, debug API integrations, replicate errors, and troubleshoot across our stack.
- Write scripts, queries, and lightweight code fixes to unblock customers. Analyze issues and provide actionable bug reports.
- Collaborate closely with Engineering to diagnose root causes and drive thorough fixes. Get creative with workarounds when it matters most.
- Document your troubleshooting steps to contribute to content, helping the whole team learn and further powering our AI solutions.
- Represent the voice of the customer: Synthesize feedback, spot patterns, and communicate trends upward & outward.
- Build for scale—not just the ticket in front of you: Proactively make recommendations on internal tools, processes, and policies to prevent future problems.
- Build documentation to contribute to knowledge bases and playbooks.
- Manage up and collaborate fearlessly across the org: Work closely with teammates within Support as well as across CSMs, Engineering, Product, Sales, Finance, Legal, and more.

## Required Qualifications

**Growth Mindset**
- You have a growth mindset, embracing new ideas and feeling energized by change. You’re comfortable challenging the status quo and your own biases. You see feedback as a gift and actively seek opportunities to learn and improve.

**Minimum Experience**
- Minimum 2+ years in a technical customer-facing role at a SaaS company or start up with full customer journey support
- Hands-on experience with **SQL**, **APIs**, and integrations
- Demonstrated ability to learn technical concepts quickly as well as deliver complex troubleshoot steps to customers
- Excellent written and verbal communication skills across multiple support channels

**Technical Skills**
- Strong technical aptitude with attention to detail and systematic problem-solving approach
- Comfortable working with **databases**, **APIs**, **developer tools**, and debugging methodologies
- Experience with **web technologies**, **SaaS platforms**, **cloud-based systems**, or emerging technologies
- Ability to understand and communicate technical concepts to both technical and non-technical audiences
- Experience & interest in effectively leveraging **AI products**, **workforce management software**, or **support operations platforms**

**Ownership & Accountability**
- You take full ownership of customer issues and drive them to resolution, even when the path forward is unclear
- You hold yourself accountable for quality in everything you ship—whether that's a customer response, a documentation update, or an internal process
- You're self-starting in your learning and growth, seeking out resources and feedback to continuously improve

**Proactive Communication**
- You take ownership of your work and are prone to action. You don't wait to be told what to do, but you also share information early and often
- You communicate clearly and concisely in writing, making complex topics accessible
- You're comfortable escalating issues appropriately and know when to pull in additional resources

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